For every day of duty as a PERT Case Manager (CM), you should add a new index entry to this page. Please add the entry on the top of the list ("inverse chronological order") so that readers can quickly see what happened recently.

About the general operation of the Pilot PERT, see Policy and Procedures for GN2 Pilot PERT

For a quick explanation on how to get text into the Wiki, check out the Step-by-step instructions for adding a new day's entry^?.

Here are a few suggestions on what should go in your diary entries.

Per-day summary entries on the WebHome page

These summary lines should be short, and contain the day (as a Wiki link), the highlights of what happened that day, and your WikiName.

The summary line should tell the reader immediately what kind of progress was made (or not).

It is a good idea to add the summary entry in the beginning of your working day. If there is at least one open case, you should always create a new page (see below). Feel free to update not just the page, but also the summary line, throughout the day as you make progress on cases. At any rate, you should update the summary line at the end of each working day as a Case Manager.

Per-day pages linked from the main list

Each per-day page should contain a more detailed recollection of the events on that day.

If there are no open issues, there is no reason to create a page for that day. It is still useful to add an entry to the main list.

However, if there were open issues, you should always have something to write, namely what you, the Case Manager, did on that day to bring each issue towards resolution. It is not enough to simply write

   Still waiting for the customer to tell us that the problem is solved.

On the other hand,

   I called the customer again to ask whether the problem has gone away, and the response was: ...

is a good start.

Referring To Cases

With an increasing number of issues brought before the PERT, it is important to identify which case(s) were being worked on. You will often want to refer to the tracker, which records transactions with the customer.

Each new issue should be assigned an easy to remember WikiWord. The Wiki page for this word could include a very short description as well as, most importantly, a pointer to the corresponding tracker URL. See IppmItalyPacketLoss for an example.

A good moment to create an issue's WikiWord (and corresponding page-let) is when the initial description of the issue is entered into the tracker.

-- SimonLeinen - 25 Nov 2004